Extended Customer Support Hours!
We are So Thrilled to have such a record amount of traffic on UnitWise over the past few weeks that we decided to extend our customer support hours! The new schedule will take effect for the month of September. Our New Customer Support Hours will be:
Monday - Thursday: 9:00am - 8:00pm EST (8:00am - 7:00pm CST)
Friday will remain 9:00am - 6:00pm EST (8:00am - 5:00pm CST)
Saturday: 9:00am - 1:00pm EST (8:00am - 12:00pm CST)
The month of September will serve as the trial basis for these new hours.
_____________________________________________________________________
Below is a conversation with Glenn, UnitWise Product Manager, about our customer service
What's the most popular mode of support request, and how long is the average chat or call?
- We get more emails than chats or phone calls. Phone calls and chats typically last about 8 minutes, but it does not matter if it is 8 minutes or 30 minutes. We are here when our customers need us.
Why is UnitWise so passionate about customer support?
- Not everyone is going to be very computer/internet savvy, just like we are not experts in MK, so we have taken it upon ourselves to educate our users as well as learn from them at the same time. As consumers, we understand that it can be frustrating to not get help when you need it. That's why we are the only MK business management software that provides live phone, chat, and email support. We have even taken it a step further to provide online meetings through GoToMeeting, Skype support, regular webinars and Spanish support for our Spanish speaking users.
Do you guys get any disrespectful calls or emails?
- We always aim to go above and beyond our customers' expectations, but just like any customer support environment, we occasionally get calls/emails from people who are less than respectful. Nonetheless, we make it a point to provide polite and respectful service.
Why the extended hours?
- We are located just outside of Charlotte, NC, but we also feel a need to cater to those on the west coast. So, in keeping with our Customer Support philosophy, we have decided to extend our hours to 9:00am-8:00pm EST (8:00am-7:00pm CST) on a trial basis.
Why is UnitWise the only product out there, who will actually do all the setup, etc. for free?
- We manually perform customer setups because we understand that it can be stressful to switch or begin using a new business management tool. We try to alleviate the hassle for our customers so that they can stay focused on their business. We take care of all this for FREE, unlike other services who charge setup fees to use their own program.
What steps do you take for solving a technical problem?
- Support heroes have a great relationship with the technical heroes, most of the requests are taken care of immediately, but almost all of them within 12 hours. No matter what the issue is, all the heroes in the company jump in to find a solution.
What is the UnitWise office like?
- Our office layout is very open so that we can always talk to each other about ideas and suggestions. UnitWise is a product from SPAN Enterprises, we do a lot of other software products and not just UnitWise. We have a very casual work atmosphere. (we even have a putting area)
About every week or so on a Friday, we have a team meal together in the office. Sometimes we get delivery, and other times the Heroes show off their cooking skills. One day each week, we get to work from home so that we can each spend more time with our families.
What is the UnitWise Vision?
- We at UnitWise promise to provide directors and consultants with the tools that will help you to grow your business with our state-of-the-art web-based software and unmatched customer service support. Our purpose is to help you to reach and exceed your goals and to live your dreams. UnitWise is motivated by the legacy of Mary Kay Ash and strives to inspire, enrich, and empower women to do great things. With the help of the Heroes at UnitWise rest assured that indeed "You can do it!"
How many Heroes are in the UnitWise Team?
There are many heroes that make up the UnitWise Team, some wearing different capes than others. We have our talented programmers, graphic designers and dedicated customer support heroes. Regardless of which hero answers the call for help, we are committed to providing super support for all of our users.
____________________________________________________________________
Estamos tan entusiasmados de tener un tráfico corriente en UnitWise que en la próximas semanas hemos decididos extender las horas de nuestro servicio al cliente.
El nuevo horario tomara efecto para el mes de Septiembre. Nuestras nuevas horas de servicio al cliente serán:
Lunes- Jueves: 9:00am – 8:00pm EST (8:00am – 7:00pm CST)
Viernes sera de 9:00am – 6:00pm EST (8:00am – 5:00pm CST)
Sabado: 9:00am - 1:00pm EST (8:00am - 12:00pm CST)
El mes de septiembre servirá como prueba para ese nuevo horario. Siempre nos esforzamos para satisfacer nuestros usuarios, lo que le guste. Si tiene alguna pregunta de nuestras horas en soporte al cliente, por favor envÃelas a heroes@unitwise.com
Monday - Thursday: 9:00am - 8:00pm EST (8:00am - 7:00pm CST)
Friday will remain 9:00am - 6:00pm EST (8:00am - 5:00pm CST)
Saturday: 9:00am - 1:00pm EST (8:00am - 12:00pm CST)
The month of September will serve as the trial basis for these new hours.
_____________________________________________________________________
Below is a conversation with Glenn, UnitWise Product Manager, about our customer service
What's the most popular mode of support request, and how long is the average chat or call?
- We get more emails than chats or phone calls. Phone calls and chats typically last about 8 minutes, but it does not matter if it is 8 minutes or 30 minutes. We are here when our customers need us.
Why is UnitWise so passionate about customer support?
- Not everyone is going to be very computer/internet savvy, just like we are not experts in MK, so we have taken it upon ourselves to educate our users as well as learn from them at the same time. As consumers, we understand that it can be frustrating to not get help when you need it. That's why we are the only MK business management software that provides live phone, chat, and email support. We have even taken it a step further to provide online meetings through GoToMeeting, Skype support, regular webinars and Spanish support for our Spanish speaking users.
Do you guys get any disrespectful calls or emails?
- We always aim to go above and beyond our customers' expectations, but just like any customer support environment, we occasionally get calls/emails from people who are less than respectful. Nonetheless, we make it a point to provide polite and respectful service.
Why the extended hours?
- We are located just outside of Charlotte, NC, but we also feel a need to cater to those on the west coast. So, in keeping with our Customer Support philosophy, we have decided to extend our hours to 9:00am-8:00pm EST (8:00am-7:00pm CST) on a trial basis.
Why is UnitWise the only product out there, who will actually do all the setup, etc. for free?
- We manually perform customer setups because we understand that it can be stressful to switch or begin using a new business management tool. We try to alleviate the hassle for our customers so that they can stay focused on their business. We take care of all this for FREE, unlike other services who charge setup fees to use their own program.
What steps do you take for solving a technical problem?
- Support heroes have a great relationship with the technical heroes, most of the requests are taken care of immediately, but almost all of them within 12 hours. No matter what the issue is, all the heroes in the company jump in to find a solution.
What is the UnitWise office like?
- Our office layout is very open so that we can always talk to each other about ideas and suggestions. UnitWise is a product from SPAN Enterprises, we do a lot of other software products and not just UnitWise. We have a very casual work atmosphere. (we even have a putting area)
About every week or so on a Friday, we have a team meal together in the office. Sometimes we get delivery, and other times the Heroes show off their cooking skills. One day each week, we get to work from home so that we can each spend more time with our families.
What is the UnitWise Vision?
- We at UnitWise promise to provide directors and consultants with the tools that will help you to grow your business with our state-of-the-art web-based software and unmatched customer service support. Our purpose is to help you to reach and exceed your goals and to live your dreams. UnitWise is motivated by the legacy of Mary Kay Ash and strives to inspire, enrich, and empower women to do great things. With the help of the Heroes at UnitWise rest assured that indeed "You can do it!"
How many Heroes are in the UnitWise Team?
There are many heroes that make up the UnitWise Team, some wearing different capes than others. We have our talented programmers, graphic designers and dedicated customer support heroes. Regardless of which hero answers the call for help, we are committed to providing super support for all of our users.
____________________________________________________________________
Estamos tan entusiasmados de tener un tráfico corriente en UnitWise que en la próximas semanas hemos decididos extender las horas de nuestro servicio al cliente.
El nuevo horario tomara efecto para el mes de Septiembre. Nuestras nuevas horas de servicio al cliente serán:
Lunes- Jueves: 9:00am – 8:00pm EST (8:00am – 7:00pm CST)
Viernes sera de 9:00am – 6:00pm EST (8:00am – 5:00pm CST)
Sabado: 9:00am - 1:00pm EST (8:00am - 12:00pm CST)
El mes de septiembre servirá como prueba para ese nuevo horario. Siempre nos esforzamos para satisfacer nuestros usuarios, lo que le guste. Si tiene alguna pregunta de nuestras horas en soporte al cliente, por favor envÃelas a heroes@unitwise.com
Tenemos una entrevista con Glenn, Manager de Productos en UnitWise, acerca nuestro servicio al cliente.
¿Cuál es el modo más popular de soporte requerido, y cuánto dura una llamada o chat en promedio?
-Obtenemos más correos electrónicos que chat o llamadas telefónicas. Llamadas y chats tÃpicamente duran acerca 8 minutos, pero no importa si son 8 minutos o 30 minutos. Estamos aquà cuando nuestros clientes nos necesitan. -No todas las personas serán muy éticos con las computadoras y el internet, como no somos expertos en MK, entonces hemos tomado la decisión de educar nuestros usuarios y también aprender de ellos a la misma vez. Como clientes, entendemos que existen cosas que son frustrantes cuando no tienen ayuda. Por eso somos el único programa de administración de negocios MK que puede proveer teléfono en vivo, chat, y soporte por correo electrónico. Hemos tomado un paso más allá para proveerle reuniones online usando GoToMeeting, soporte por Skype, webinars regulares y soporte en español para nuestros usuarios hispanos. ¿Reciben llamadas o correos electrónicos faltándole el respecto?
-Siempre apuntamos a ir más arriba y allá de las expectaciones de nuestros clientes, pero como cualquier otro ambiente en servicio al cliente, ocasionalmente tenemos llamadas/correos electrónicos de personas que son un poco irrespetuosas. No obstante, tenemos un punto para proveer un servicio cortes y respetuoso.
¿Porque las horas extendidas?
-Estamos localizados a las afueras de Charlotte, NC, pero también sentimos una necesidad para ofrecerles servicio a esos en la costa oeste. Entonces, para mantener nuestra filosofÃa de servicio al cliente, hemos decidido extender nuestras horas de 9:00am-8:00pm EST (8:00am-7:00pm CST) en una base de prueba.
¿Por qué es UnitWise el único producto afuera, que actualmente hace todas las programaciones, etc., de gratis?
-Manualmente hacemos las programaciones de clientes porque entendemos que puede ser estresado cambiar o comenzar a usar una nueva herramienta de administración de negocios. Tratamos de aliviar el peligro por nuestros clientes para que se puedan enfocar en sus negocios. Hacemos todo esto de gratis, no como otros servicios que cobran para programar en su propio programa.
¿Qué pasos toman para resolver un problema técnico?
-Los héroes de soporte tienen una gran relación con los héroes técnicos, muchos de los requisitos son hecho de inmediato, pero la mayorÃa les toma al menos 12 horas. No importa el asunto, todos los héroes en la compañÃa brincan a una solución final.
¿Cómo es la oficina de UnitWise?
-Nuestra oficina es abierta para que podamos hablar acerca nuevas ideas y sugestiones. UnitWise es un producto de SPAN Enterprises, hacemos muchos productos para programas y no solo UnitWise. Tenemos una atmosfera muy casual en el trabajo. (Hasta tenemos un área de descanso)
Acerca cada semana o cada otro viernes, tenemos una comida para el todo equipo en la oficina. Algunas veces tenemos entregas, y otras veces los héroes enseñan sus habilidades para cocinar. Un dÃa a la semana, trabajamos desde casa para que podamos pasar más tiempo con la familia.
¿Cuál es la visión de UnitWise?-Nosotros en UnitWise prometemos proveerle a directores y consultantes las herramientas que le ayudarÃan a crecer en sus negocios con nuestro programa basado en la web y un servicio al cliente sin alcanzar. Nuestro propósito es de ayudarle alcanzar y exceder sus metas y que viva sus sueños. UnitWise es motivado por la legacÃa de Mary Kay Ash y se esfuerza a inspirarlo, enriquecerlos y darle poder a las mujeres para que logren grandes cosas. Con la ayuda de los héroes en UnitWise puede decir que de seguro “¡Lo Puede hacer!”
¿Cuántos héroes hay en el equipo de UnitWise?
-Tenemos muchos héroes que hacen el equipo de UnitWise, algunos usan diferentes capas. Tenemos nuestros talentosos programadores, diseñadores gráficos y héroes dedicados al soporte al cliente. A pesar de que héroe conteste la ayuda, estamos cometidos a proveerle el súper soporte para todos nuestros usuarios.
¿Por qué es UnitWise tan apasionado acerca servicio al cliente?
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